Hi all,
I am trying to work out how ServiceNow OOTB works to associate a newly created incident record from a form in agent workspace service portal with interaction, using the OOTB "Create Request" button.
Steps:
1. Login as an ITIL user and create a new interaction in Agent Workspace, then click on "Create Request" button
2. It opens up a new sub-tab of catalog page, and use the sample "Create Incident" form to create an incident.
3. After the form is submitted, it creates an incident record. What I have noticed is the system automatically associates this newly created incident record with the interaction record.
Something I have observed:
- The associate between these two records are actually through a new record inserted in interaction_related_record table. But it seems that it doesn't occur instantly at the time when incident was created. It takes some time for this record to be created in this table.
- I have looked at the business rules for interaction_related_record table, but doesn't look like any BR would have performed this action.
- I have also looked at the code in the "Create Request" UI action, but doesn't look like there is any logic written specifically to create a new record in interaction_related_record table following the opening up of the form or creation of the incident record.
Does anyone know how ServiceNow does this association? How does it get triggered?
Cheers
Johnny
Open Studio and run a search for "interaction_related_record" to find the source code snippets which inserts records into that table.
